How to maximize ROI of CX transformation
Find out how to build effective business cases for continued CX investments
How a well-planned CX transformation strategy can bring unrivalled results to business
Executing on a consistent customer experience and omnichannel strategy requires streamlined and well-integrated processes across front-end delivery and back-end operations, and this requires adequate funding to deliver. However, CX professionals often struggle to quantify these benefits with business results. To put CX transformation efforts on an equal footing with other corporate initiatives, there must be a strong business case to show the estimated potential benefits and ROI.
Join Olivier Schröder, Senior Manager, Customer Experience Solution Consulting Asia, India and Korea and Aps Chikhalikar, Head of Telecom, Media and Technology (TMT) for Asia-Pacific and Japan at ServiceNow as well as Gabrijela Juel, General Manager Enterprise & Government Operations at TPG Telecom as they share valuable tips and tricks on how CX leaders can win support from their business leaders and stakeholders.
Join this webinar to find out:
- How to effectively link CX initiatives to wider business objectives
- How to create a seamless customer experience and collect data from across the organization to inform ROI calculations
- Ways to identify the metrics that effectively track the impact of CX on financial outcomes
- Understanding the limitations of traditional ROI metrics and how they can be mitigated
- Ways to communicate ROI results to the rest of the business to secure buy in for future CX projects
Speakers
Olivier Schröder
Senior Manager, Customer Experience Solution Consulting Asia, India and Korea
ServiceNow
Olivier is leading the solution consulting team for ServiceNow's Customer workflows solutions portfolio in Asia, India and Korea. He brings 15+ years of experience in working with customers on technology initiatives across Europe and Asia. He is focused on improving the end-to-end customer experience including awareness, acquisition, customer service experience, as well as effectively transforming customers into brand advocates.
Gabrijela Juel
Director Customer Experience Operations
Domain
25 years of Telecommunication experience working in large global and local Telco’s such as Verizon, Vodafone and TPG Telecom. Gabrijela is a passionate senior leader with experience across Customer Operations, Sales Operations & Credit & Collections in Retail, Enterprise, and Wholesale. Strong understanding of core business disciplines and expertise in Business Transformation, Process Design and Re-engineering, Service Management & Delivery, and large-scale IT deployments with unrelenting focus on delivering exceptional customer experience.
Aps Chikhalikar
Head of Telecom, Media and Technology (TMT) for Asia-Pacific and Japan
ServiceNow
Aps Chikhalikar is the Head of Telecom, Media and Technology (TMT) for Asia-Pacific and Japan. He works with strategic TMT customers globally and is an experienced executive officer with a deep industry knowledge and expertise in the computer software and telecommunications industries. Aps is skilled in Industry Vertical Business Development, Sales Leadership, Product Lifecycle Management, Digital Transformation, Strategy formation and execution, Financial / P&L management, Enterprise Service Management, and Professional Services. He has held various leadership roles in Australia; Asia Pacific Japan; and worldwide.
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